IT Helpdesk Executive

Responsibilities

• Helpdesk & Incident Management Log, categorize, track, and resolve helpdesk requests from initiation to closure.
• Ensure timely follow-up and resolution of user incidents and service requests.
• Provide first-level support via phone, email, and ticketing systems.
• Diagnose issues using existing knowledge articles, FAQs, and troubleshooting guides.
• Knowledge Management Build, maintain, and continuously improve the Helpdesk Knowledge Base.
• Update FAQs, user guides, case studies, standard operating procedures (SOPs), and troubleshooting documentation.
• Recommend improvements to support documentation and processes.
• Reporting & Analysis Prepare Helpdesk Query Analysis Reports to identify trends and recurring issues.
• Recommend preventive measures and process improvements to reduce recurring incidents.
• Support audit requests by retrieving historical tickets and system information.
• User Communication Communicate planned system maintenance, outages, enhancements, and software provisioning instructions. Prepare and disseminate user notifications and service announcements.
• Process Improvement Review and enhance helpdesk processes and operational procedures. Ensure compliance with service standards and support best practices.
• Required Education & Skills
• Computer Science Information Systems Information Technology Engineering Science Or an equivalent discipline
• Technical Skills IT Helpdesk / Service Desk Support Incident & Request Management Ticketing Systems
• End User Support Knowledge Base Management Helpdesk Reporting Root Cause Analysis
• Microsoft Office Suite ERP Knowledge SAP HCM ERP
• Communication Excellent verbal and written communication skills Strong customer service orientation Ability to communicate effectively with end users and stakeholders
• Required Experience
• Minimum 2 years of experience in IT Helpdesk, Service Desk, or Application Support.
• Experience supporting enterprise applications is preferred.
• Hands-on experience with SAP HCM ERP is highly preferred.
• Experience supporting MINDEF/SAF HR projects will be an added advantage.

Additional Information

Job Description - We are seeking a proactive and customer-focused IT Helpdesk Support Analyst to provide end-to-end application and technical support for enterprise systems. - The ideal candidate will be responsible for managing helpdesk requests, resolving user issues, maintaining knowledge resources, and ensuring high-quality support services. Candidates with SAP HCM ERP experience will have a distinct advantage.

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Company Intel

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